FX Operations Customer Support Manager

LSEG in Singapore is looking for a proactive and dynamic trade and technical support manager to join our international team. The candidate's primary role is to provide a successful team of trade and technical support executives for FXAll.

The ideal candidate understands capital markets and its related technology. Takes ownership of their team's performance, as well as possess a cross-functional team approach towards meeting customer and departmental goals. Knows what it takes to make each member of their team successful. They are proponents of continuous learning and change. They can quickly learn new technology, industry trends and updates.

Role Responsibilities

• Lead a cross-functional team of technical and trade operations executives.

• Conduct coaching to deliver excellent customer experience and achieve departmental

goals.

• Monitor and evaluate case management based on internal quality guidelines.

• Proactively investigate customer issues and follow through with necessary actions.

• To lead a culture of continuous improvement with customer satisfaction, process efficiency and risk management at the heart of our team goals

• Act as the first level escalation point for the team.

• Accountable for team's performance and own deliverables.

• Ensure own level of knowledge remains relevant to product and industry.

• Ensure alignment across LSEG FX Operations teams. Support team's learning & development.

• Participate in projects to improve overall performance metrics.

• Build internal relationships & network with key teams.

Qualifications

• Experience leading a Technical Support or Customer Service team from a Financial Services firm or account.
• Consistent track record in driving performance.
• Critical thinking, problem-solving and decision-making skills.
• Aim to improve customer satisfaction, process efficiency and risk management - skills for continuous improvement
• Capacity to learn complex processes, ability to be cross-trained, and must possess a growth mindset.
• Excellent presentation, oral and written communication skills.Can adapt to change, demonstrate flexibility and a can-do attitude.
• Can collaborate with a diverse team
• Experience with CRM or Salesforce is a plus。
• Capital Markets experience is an advantage
• Qualification from, or membership with professional bodies such as CFA, CISI and CAIA is an advantage.